CX Operations Manager, APAC*

Description

What We’re Looking For:

Meltwater is looking for a Customer Experience Operations Manager to help scale and transform our Customer Success organization across APAC.

This role will own key programs that improve customer adoption, retention, expansion, and CS productivity. You will leverage AI, automation, data, and process design to help our Customer Success team focus on the right accounts, take the right actions, and drive stronger customer outcomes.

We're looking for a builder. Someone who enjoys creating new programs, solving problems, experimenting with AI, and turning ideas into scalable processes.

What You'll Do:

Build AI-Powered CS Workflows

• Design and implement AI-driven workflows that improve CS productivity and effectiveness.
• Build dashboards and insights that help CSMs understand portfolio health, prioritize accounts, and take action.
• Identify opportunities to automate workflows and improve decision-making across the customer lifecycle.
• Measure impact and continuously optimize programs based on business outcomes.

Champion Development Program

• Build scalable programs that help CSMs identify, develop, and activate champions within customer accounts.
• Create frameworks, playbooks, and tools that make champion development a repeatable motion.
• Partner with Customer Marketing and CS leaders to maximize customer advocacy and expansion opportunities.

Customer Communications & Lifecycle Optimization

• Improve adoption, engagement, retention, and expansion through more effective customer touchpoints.
• Partner with Marketing, Product, and CS teams to streamline lifecycle communications and customer journeys.

What You'll Bring:

• 5-7 years of experience in Customer Success, Customer Experience, Customer Operations, Revenue Operations, or a related field.
• Experience working directly with customers and customer-facing teams.
• Proven track record of building and implementing programs from concept through execution.
• Hands-on experience building AI workflows, automations, or operational solutions using modern AI tools.
• Strong analytical skills with experience building dashboards and turning data into actionable insights.
• Comfortable working cross-functionally across CS, Sales, Marketing, Product, and Operations.
• Builder mentality with a bias toward action and a willingness to operate in ambiguity.
• Experience with AI and automation platforms such as ChatGPT, Claude, Gemini, Copilot, Zapier, Make, Workato, Salesforce AI, or similar tools.
• Experience with customer success platforms such as Gainsight, ChurnZero, Planhat, Salesforce, or HubSpot.
• Experience designing customer lifecycle, adoption, retention, or expansion programs.
• Experience in SaaS, technology, or subscription-based businesses.

What We Offer:

• Enjoy flexible paid time off options for enhanced work-life balance.
• Gym & wellness allowance through our partnership with ClassPass.
• Community Outreach Days get involved & undertake charity work or volunteer as paid days off, based on employee tenure.
• Car Lease Benefit partnered with Autopia, the perk of novated leasing, a tax-effective way to own and run a car.
• Employee assistance programs cover mental health, legal, financial, wellness, and behaviour areas to ensure your overall well-being.
• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the balance you need.
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Where You'll Work:

Singapore

When You'll Join:

July/August

Our Story

At Meltwater, we believe that when you have the right people in the right environment, great things happen.

Our best-in-class technology